Xcel Energy

Good Afternoon [redacted], Our electric meter engineers and field supervisor provided me with additional information about your meter exchange, details about the inverter’s function and our field technicians’ policies and procedures.  On February 20, 2015 the existing meter at your home was exchanged to a Bi-Directional RUG per Load Research to gather data from Photo Voltaic (PV) customers.  A bi-directional RUG measures both the energy delivered to the customer and the excess generation received from the PV source independently.  Xcel Energy is not required to send advanced notification to customers for this exchange, as meters are owned by Xcel Energy per Section 2.11 of the Xcel Energy Standard for Electric Installation and Use; “The customer shall give authorized employees of the Company access at all reasonable times to the premises of the customer in order to obtain information concerning connected load, to measure or test service, to read meters, or for other purposes incidental to the supplying of electric service. Failure to comply may result in disconnection of services.” It’s important to understand how the inverter works.   If the grid power goes down the inverter will shut off as a safety measure until it senses the proper, stable grid voltage and frequency again. In most cases, our technicians use the lever bypass or jumper wires to keep the service energized while the meter is exchanged (keeping the inverter on and generating). However, depending on the age and condition of the meter socket it may have been necessary to take an outage when exchanging the meter.  In your case, there is no indication that an outage occurred during the meter exchange.  If there was a power outage causing the inverter to shut off, it should have turned back on within 5-15 min of power being restored when the new meter was set. In the event there a site issue is identified, technicians typically notify the customer if they have to operate the main breaker to safely complete the meter exchange.   There are no field notes indicating this step was needed at your home. The inverter is customer owned equipment, which field technicians are trained not to adjust due to liability.  Both our field operations supervisor and senior engineer believe it very unlikely that a field technician would turn off the inverter.  If a power outage was necessary and the inverter didn’t turn back on as designed it’s not our responsibility because it is not our equipment.  Rather, it is the customer’s responsibility to ensure that the inverter is working properly.  If your inverter has a log of events that you could provide to our engineer, please contact [redacted] for his analysis.   Additionally, you may contact [redacted] to coordinate a site review to see exactly how your installation is configured so we have a better idea of what was required to complete the meter exchange. Regards, [redacted]  Xcel Energy | Responsible By Nature Customer Advocate Analyst [redacted] E: [redacted] ________________________________________________

Tell us why here...I emailed/called cust & advised that the credit event (cancelled disc notice) has been removed from his acct and that my email serves as confirmation that the event of 9/13 has been removed from the acct. A supbpoena would be required for any add'l specific acct information. As far as the incorrect info (credit reference information letter) that was sent, this was an agent error and has been brought to mgmt's attention for a coaching opportunity. I extended an apology and said that I hope this resolution is to his satisfaction. UPDATE - Rec'd email from cust who is satisifed w/this resolution.

Initial Business Response /* (1000, 5, 2015/10/16) */
Company records show a disconnect notice was mailed on August 31, 2015 for $339.03. Our records don't show she contacted our PAR Department to request a hold on the account. However, on September 21, 2015, the customer contacted Xcel Energy...

to request a payment arrangement. No payments have been made on this account so the customer was advised she needed to make a payment to set arrangements. The customer stated she would see if she could get a loan and call back. The customer did not contact us again until her services were disconnected on September 30, 2015 . That same day she made a payment for $474 and a turn on order was issued. The service was restored the next day. Her payment of $474 was returned for non-sufficient funds on October 7, 2015. Her current balance is $663.99.
Our records show a new disconnection notice was mailed on October 12, 2015 for $473.81. My attempts to contact the customer have been unsuccessful. I have left several messages for the customer to contact me. As of today, I have had no response. She will need to contact me at XXX-XXX-XXXX or our Customer Contact Center at X-XXX-XXX-XXXX to set arrangements or make a payment to avoid further credit action. The customer is subject to disconnection.
During the Application for Supply process, the state in which the premise is located determines whether a deposit will be assessed. Deposits might also be required if the customer has declared bankruptcy, has been locked for non-payment, or still owes money for a final bill. The customer was disconnected for nonpayment not for her deposit.
We also regret that the quality of service the customer received made it necessary for her to contact the Revdex.com. Our representatives are trained to treat our customers with the highest respect and courtesy, and we appreciate when our customers inform us of receiving less than quality service. Her concern with our representative was forwarded to the call center management team and will be addressed internally.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to set up arrangements with my debit card; I can pay the $475.00 on my debit card on the 10th of November then I will get current by the end of the month of November; my husband found out my [redacted] account and took it away from me as I am not in the military he is; I just want to keep my lights on and keep my kids and stay away from my husband
Final Business Response /* (4000, 12, 2015/11/20) */
Company records show on October 22, 2015 I contacted the customer and left a message to call me to set arrangements on her account. That same day she called me back to inform me that her ex-husband had taken her money so she was unable to set arrangements. I agreed to place a hold on the account until November 5, 2015 to allow her time to make a payment and set arrangements on the account.
On November 17, 2015, a payment was received for $749.64. Her account is paid in full so no payment arrangements are required at this time.
There is nothing further pending at this time.
Thank you

I called [redacted] on 7/14 & 7/18 and left vm message to return my call, no response.  Sent letter to customer along with the 2 year outage history/workplan and Tariff R100 - Rules and Regulations, Electric Service Standards - Electric Service Operation and Maintenance.

Records show that the [redacted] was installed per the customer’s request on July 19, 2017, and was removed on July 20, 2017, also at the customer’s request.  [redacted] called [redacted] to ascertain if they were still having a/c issues and to arrange an appointment to go to the...

premise, but [redacted] indicated that the a/c was running fine.  So nothing further was done.

Xcel Energy will not backdate start and stop service requests for customers. Customers are responsible for energy consumption through the date we are notified of their move.    Exceptions to this policy are made in instances such as; company error, vacant premise billing, customer...

finaled in error, etc.  In addition, customers can provide acceptable proof to demonstrate that they were never a customer at an address to correct billing.    In review of our records, I was able to find records to show that a new occupant had applied for service at this address effective July 19 and was not properly acted upon. As a result, we have corrected Mr. [redacted]’s final balance to reflect a final billing date of July 19.   Regarding charges for reversed payments, our policy is if a payment is returned to Xcel Energy, the Xcel Energy account is debited and the Returned Check Charge is applied. Per review of a call recording, we have determined that Mr. [redacted]’s wife was mis-informed about this policy and we have decided to waive the returned check fee on that basis. I have advised that going forward the fee will apply.   We appreciate that these matters was brought to our attention and will forward this example for leadership review and coaching where applicable.

[redacted] contacted the Revdex.com regarding the status of a rebate check. We received incomplete information form Ms. [redacted]’s contractor causing delays with the rebate.   Records find we received an application for the High Efficiency Cooling rebate program on Aug.15, 2016. The...

application contained incomplete information. Our Rebate Operations team contacted the contractor with a request for a new application.   On Sept. 27, 2016, we received a corrected application. The application was processed and a rebate check for $850 was issued and mailed on Oct. 28, 2016.   We are required to verify that all information contained on an application is accurate and complete. We process applications in the order they are received. Re-submitted applications are also processed in the order they are received. We are sorry for any inconvenience this process may have caused.

Complaint: [redacted]
I am rejecting this response because: Xcel Energy is still carrying a record of a disconnect notification being sent to me because of non-payment of the bill that was clearly the result of their error.  I want all records of the disconnect notice removed from their records.  Xcel Energy has repeatedly assured me that the disconnect notice will not be shared with anyone, but I do not believe they have appropriate levels of control to prevent the indiscriminate distribution of my records to random parties.  In fact, in the process of attempting to resolve this complaint, Xcel sent me the billing records for another customer.  See the attached PDF.I would also like to thank the Revdex.com for the assistance provided to this point.  Prior to contacting Revdex.com I had repeatedly contacted Xcel without any progress being made.  I'm convinced that without help from Revdex.com I would be facing the prospect of either having my utilities disconnected or paying an erroneously inflated bill.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Company records show the debt was recalled on October 20, 2015 since the customer had an active account.  In addition, the collection agency was contacted who verified the debt was sent back to Xcel Energy because the customer had an active account.  Their records don’t show the debt was removed due to fraud.  Per information received by the collection agency the customer admitted he owed the debt and attempted to negotiate the amount due.  Their records show Ms. [redacted] set up a payment plan and paid $20 to the agency on October 1, 2009.    Therefore, we will continue to hold the customer responsible for these charges.  The account balance is $592.30.  A payment plan is available upon request.    As previously stated, this customer was informed to provide documentation of their whereabouts during the time periods in dispute for further investigation. If not, Xcel Energy will continue to hold customer responsible for all charges, and a payment arrangement plan is available by contacting our Customer Contact Center at 1-800-895-4999.   Thank you

A review was completed in response to Ms. Lane-Jenkins billing concern with Revdex.com. Ms. Lane-Jenkins contends she was billed for service at an address after she had moved from the address.I was unable to find any record that Ms. Lane-Jenkins requested to end her service at her prior...

address.As part of our Minnesota General Service Rules, Section 1, subsection 1.1, states “Subject to its rates, rules and regulations, the Company will continue to supply electric service until notified by customer to discontinue the service. The customer will be responsible for payment of all service furnished through the date of discontinuance.”I advised Ms. Lane-Jenkins if she could furnish proof or documentation that she had contacted us to end service at her prior address, I would review and request an account adjustment if appropriate.Due to the lack of any such records, no account adjustment is warranted at this time.

The following email was sent to Ms. [redacted] on 1/26/15:
This is a follow-up from our telephone conversation and a recap
of your account.  Thank you for taking the time to speak with me and
AGAIN, I am very sorry that I failed to put the credit hold on the acct when we
initially...

spoke.  Had I put the hold on the account, you wouldn’t have
received the disconnection notice or credit calls.  That was my error.
As I explained, your account was set up on the wrong rate when
the meter was installed back in 2013. 
The meter for Pump 1 had been removed 1/17/13 due to a
fire.  A new meter was installed on 8/21/13. At that time, it was set up
on the wrong rate (solar credit rate) and bills going forward from that date,
reflected a credit each month.  Once this error was discovered, billing
was cancelled back to the August 2013 meter installation date and
rebilled.  This turned out to be a 16 month rebill by the time the billing
was corrected ($1,119.24).   
Because Xcel Energy is a regulated utility, we are required to
correct a billing error, regardless of how/who created the error BUT we are
expected to work with a customer to set up an reasonable arrangement (16 month
rebill = 16 month arrangement).  I am sorry if that was previously not
offered or advised. 
The balance owing on the most recent bill statement (1/22/15)
was $2236.10.  You made a payment of $747.26, which posted today (1/26)
and the balance owing now is $1488.84.  I extended the offer of a 16 month
pay arrangement on the balance.  You said you would pay $100 per month,
plus your current bill.  You agreed to a fixed + current pay arrangement
for 15 months, starting with your next bill in February (which will be due in
March).  You agree to pay your current bill + $100 per month (14 months @
$100/month & 88.84/1 month). This arrangement has been set up in the
system. 
A separate pay arrangement letter will be sent and the
arrangement will be reflected on your next billing statement.   
In addition, per your request:
·        
I verified that the billing and delivery address on the acct is [redacted], effective 1/16/15. 
·        
I deleted the secondary/cell number of [redacted].
·        
I added a secondary/your cell number of [redacted].
·        
I verified you are listed on the acct as the Spouse/Authorized
Party. 
Again, I extend an apology for the errors that have occurred but
glad I could speak with you and resolve the matter.  Please feel free to
contact me with any questions you may have regarding the arrangement letter or
when you get your first bill statement with the arrangement on it.  I will
forward a copy of this response and follow-up to [redacted] at the Revdex.com. [redacted]
Xcel Energy | Responsible By Nature
Customer Advocate Analyst[redacted]  **  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I cancelled my service online. I also called Xcel when I moved. I don't have that phone number anymore and therefore do not have access to old phone records. I spoke with Xcel Energy and was told that any account 60+days past due would have services terminated and charges would stop accruing. So it brings to question why charges were continuing to accrue on this account for over a year? Xcel Energy did not seek to remedy late charges or the account balance until I discovered I was still being charged and sought to terminate the account. Within 30 days I was referred to collections. This should have occurred in April 2014.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Please see the attached email sent to Ms. [redacted] today. Thank you,
[redacted] 
Xcel Energy | Responsible By NatureCustomer Advocate Analyst[redacted]
[redacted]  [redacted]
**...

[redacted]
________________________________________________
XCELENERGY.COMPlease consider the environment before printing this email
NONPUBLIC DOCUMENT - CONTAINS TRADE SECRET DATA/PRIVATE DATA ON
INDIVIDUALS
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Company records show that [redacted] started
service in her name at [redacted] on December
12, 2003 and service remained in her name until February 7, 2015.  Ms. [redacted] claims she moved out of this
address in February 2014, but we have no record of her contacting the...

Company
to stop service until February 7, 2015.  Ms. [redacted] was on the E-Bill program and continued
to receive bills electronically until service was stopped.  She was also being sent a Notice of
Discontinuance nearly every month to the mailing address of [redacted].  Ms. [redacted] is
being held liable for the final charges of $277.34 in accordance with the
Application for Service tariff that is approved and on file with the Public
Service Commission of Wisconsin.  The
pertinent portion of the tariff states, “Company will continue to supply
electric service until ordered discontinued, and customer will be responsible
for payment for all service furnished until discontinued.”  Ms. [redacted] will need to provide proof that
she contacted the Company to stop service in February 2014 to have the final
balance adjusted.  She may also want to
contact Wells Fargo to see if they will agree to pay the final charges.  As of May 1, 2015, the final balance has been
referred to Affiliate Credit Services [redacted] for collection.

Company records show a start service was requested by a third party on June 16, 2015 effective June 22, 2015.  That same day a third party notification letter...

was mailed to the customer at his current premise to advise him that the service was placed in his name.  On June 30, 2015, a  stop service was completed on this account at his current premise due to Mr. [redacted] requesting a new start service.  A final notice was mailed to his current address on August 8, 2015 for charges billed from June 22, 2015 to June 30, 2015 for $27.55.  Payment was never received and the debt was referred to the collection agency on September 25, 2015.  The debt was recalled in error on November 13, 2015 by the customer’s request.  The debt will be transferred to his current account.On June 30, 2015, the customer called to request a start service at his current address.  He was advised that the account was in his name already only his name was spelled different.  Instead of combining the accounts the agent started service again using his account number from his previous address which resulted in the customer having two accounts in his name at the same address.  Our agent also advised the customer that his previous premise had a stop service due to a new tenant requesting service.  The stop service was effective June 30, 2015 leaving a final balance of $20.79 which was paid on August 4, 2015.When I spoke to the customer I attempted to explain to the customer that he was billed at her current premise starting June 22, 2015 when we received the request to start service.  His previous premise was billed until June 30, 2015 when we received the stop service request.  He was advised that he is responsible for the account until he requests to stop service.  These are valid charges owed by the customer.  Therefore, we will continue to hold him responsible.  We apologize for any confusion this matter may have caused.There is nothing further pending at this time.Thank youTell us why here...

While the language at the top of the Smart Thermostat Rebate application does state that the program would accept applications through December 31, 2016, the “Limitations” section of the rebate application (under the broader “Terms” section) does state that “Rebate funds are limited and may be...

fully disbursed prior to the program period end date of December 31, 2016.”  Additionally, the first two sentences of the “Limitations” section state “Rebate qualifications and amounts are subject to change any time.  The Smart Thermostat Rebate program may be cancelled with 30 days’ notice.”   That’s what occurred in Colorado.  We budgeted for 5,000 participants and had rebate funds to match.  We ended up garnering well over 5,000 rebates and kept the rebate available a little while longer so that we could keep offering it to customers, but at a certain point the program budget was at risk and we had to turn the rebate off.  That date was September 12, 2016.   A mistake occurred after an update was made that somehow reactivated the rebate on the website.  We reviewed Mr. M[redacted]’s application and he would have qualified for the rebate, so we will be making an exception and will be giving him the $50.00 rebate.  The rebate has already been processed and will be issued the morning of January 18, 2017.

HomeSmart records show that on November 14, 2016, Mr. [redacted] called the after-hours call service at 7:23 pm and spoke to an agent who took his information and contacted the Grand Junction HomeSmart contractor, Avalanche Heating & Cooling.  They advised they could not contact the customer...

that evening and failed to contact the customer the next day.  On November 15, 2016, Mr. [redacted] emailed HomeSmart's inbox and left a voicemail requesting a call back.  A HomeSmart agent attempted to call the customer multiple times to make arrangements, but received a message saying the number was disconnected each time.  Another agent responding to Mr. [redacted]'s email was able to get through later in the day and spoke to the customer, who had made his own arrangements with a contractor he had hired.  On November 17, 2016, Mr. [redacted] spoke to a HomeSmart agent and cancelled the account.  Mr. [redacted]'s HomeSmart coverage did include his water heater, but he did not have replacement coverage on the plan, so the water heater was not eligible for replacement payout based on the terms and conditions of the contract.  HomeSmart believes good customer service protocols were followed by HomeSmart agents, but the contractor representing HomeSmart failed to provide service to the customer.  Therefore, HomeSmart will be refunding three months of the $18.99 monthly charge for a total refund of $56.97.  If the customer has additional questions, please have him contact HomeSmart.

[redacted] sent an inquiry regarding the billing for an Outdoor Light (ODL). Ms. [redacted] was not aware of the light when she started new service for her property in December 2016. Ms. [redacted] has requested reimbursement for the charges since she not made aware of the lighting charges.I was able to speak with Ms. [redacted] and advised that the light in question is mounted on a wood pole across the alleyway from her property. Ms. [redacted] did not know this was the light responsible for the billing.We agreed to have the light removed and the charges for the light reversed. Ms. [redacted] will see a $47.54 account credit for charges incurred since December 2016.

Company records show that on March 10, 2016, we obtained a reading of 36151, which showed the use of 7,539 kWh from February 10, 2016 to March 10, 2016.  This reading appeared to be an over-read, so a reading of 29292 was estimated and Mr. [redacted] was billed for the use of 680 kWh. ...

Subsequent actual readings were obtained that indicated the actual reading of March 10 was correct, but lower estimated readings were used for billing through June 8, 2016.  On June 22, 2016, we went out and obtained an actual reading of 38106 that confirmed the reading of 36151 obtained on March 10 was correct and subsequent actual readings were also correct.  Subsequently, we reversed the March, April, May, and June estimated readings and billed with the actual readings obtained for those months resulting in a balance of $740.31.  We spoke to Mr. [redacted] and he indicated that he was using two space heaters when the usage spiked during the period from February 10, 2016 to March 10, 2016.  Space heaters can consume a substantial amount of energy and could have caused the high usage.  Unfortunately, without monitoring Mr. [redacted]’ usage during that time, we cannot say for sure what caused the high usage.  However, usage has returned to normal indicating the meter is operating properly, so there is no billing adjustment to be made.  If Mr. [redacted] needs assistance paying the balance, he should contact our Credit Department at ###-###-#### to inquire about a payment arrangement.

We do not have record of an online request from Ms. [redacted] to
stop service.  If Ms. [redacted] can provide
proof of the online request, we would correct the stop date to the date of the
request.  We also do not have any record
of Ms. [redacted] contacting us by phone from the date she called to report a gas
leak on September 27, 2012 until she called on February 7, 2015 to dispute the
final balance.  Records also show that a
number of the disconnect notices were issued during the Cold Weather Rule
period of November 1 to April 15, when we cannot disconnect service.  Others were issued when the balance was relatively
low making it a low priority for our Credit Department to work during the
months we could disconnect service. 
However, as stated previously, we were sending disconnect notices nearly
every month to the same mailing address Ms. [redacted] has listed on her inquiry, so
she should have received those notices. 
The account was stopped on February 7, 2015, and the balance was
referred to a collection agency on May 1, 2015. 
As stated previously, Ms. [redacted] is responsible for the charges in
accordance with the Application for Service tariff unless she can provide proof
that she contacted us prior to the current stop date of February 7, 2015.